FS Techcnial Support Heldesk Consultant - 2 days office / 3 days home

Reed Financial Services are pleased to be supporting a well-known Network in Swindon, with a national presence and great opportunities to take advantage of, this could be the ideal role for you.

I have a unique opportunity for a technical helpdesk consultant who will provide an outstanding user experience for advisers and colleagues needing to make contact for wealth product queries and submission systems support.
Engaging with users through an omni-channel range of contact routes, providing a one-stop professional, positive, efficient service.

Key Accountabilities

• Provide first class service in either Investment & Pensions, taking ownership and care with adviser’s queries and/or problem(s).
• Protecting and maximising the department/company reputation by always providing professionalism and accuracy.
• Provide support through telephone and other technologies to the firm’s Partners, Advisers, their staff, and Head Office staff, to resolve incident, problems & queries.
• Update all calls using ticketing system ensuring all information is entered correctly and accurate to allow an efficient resolve from second line owners.
• Improve resolution of queries at initial point of contact or escalated to the appropriate 2nd Level team.
• Manage 2nd line raised tickets ensuring that tickets are being handled within SLA (Service Level Agreement).
• Handle logging all incidents and ensure they are dealt with by FIRST Business or escalated to the appropriate 2nd Level team.
• Document and communicate new fixes on submission systems or process and workarounds to 1st & 2nd Level teams.
• Identify potential service problems with forthcoming software releases.
• Help to provide training to colleagues to improve their knowledge-range.
• Maintain positive working relationships with all Openwork and 3rd party colleagues.

What will you need to succeed?

• Financial - At least R01 and R02/R04, or R05 qualifications and preferably working towards becoming level 4 diploma qualified.
• Experience in Financial Services or a help desk environment.
• A keen interest and understanding in specialist field (Investments and Pensions).
• Customer service experience.
• Experience of Contact Support Centre environment
• Experience of dealing with Sales Force and Support staff.
• Ability to identify improvements in our customer journey.
• Computer proficiency
• Excellent call-handling skills
• Excellent Microsoft Office skills
• Good written and grammar skills
• Effective communication and interpersonal skills
• Strong influencing skills

In Return

Salary - Up to £38,000 and Bonus scheme - on target bonus -7.5%

• Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
• Critical illness cover
• Income protection - 1x salary
• Death in service - 4x salary
• 25 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
• Professional exam support and development
• A range of other flexible benefits to include private medical insurance, dental insurance and much more.